Refund Policy

1. When you may request a remedy

Contact Souviks if an item is received damaged, is materially different from what was ordered, is supplied in the wrong part number or quantity, has a verified manufacturing defect, is spurious, or is otherwise eligible for a remedy under applicable consumer law or the accepted order.

The appropriate remedy depends on the circumstances and may include replacement, exchange, repair, refund or another remedy required by law. A refund is not the only remedy in every case, and a request will be assessed on its facts.

2. Reporting windows

Please report visible transit damage immediately and, for operational handling, preferably within one hour of delivery. Other eligible return or exchange requests should generally be raised within seven days of delivery. Early reporting helps preserve packaging, tracking and product evidence and allows Souviks to investigate with the carrier or supplier.

These are standard request windows, not a waiver of any statutory consumer right. Souviks will consider claims that applicable law requires us to accept even where the standard reporting window has passed.

3. How to raise a request

Email info@souviks.co.in, call +91 94343 31896 or message WhatsApp +91 79082 15701. Provide your order or invoice reference, name and phone number, product ID or part number, quantity affected, a clear description of the issue and the date you received the item.

Please include clear photographs of the product, packaging, labels, seals and any visible damage. An unboxing video may help with transit-damage claims. Do not send a product back before receiving return instructions from Souviks.

4. Inspection and assessment

Souviks may request additional information or arrange return of the affected item for inspection. Assessment may consider the product identity and part number, packaging and seals, condition, installation or use, handling, supplied vehicle or fitment details, and whether the problem existed at delivery or arose later.

We will communicate the assessment and available remedy. A request is not automatically approved simply because it has been submitted; however, any remedy required by applicable law will not be denied by this policy.

5. Product-specific conditions

Lubricants are not accepted for ordinary returns because of product-integrity and handling concerns. Electrical and electronic products are ordinarily considered for return or exchange where they were received damaged, subject to inspection and any manufacturer or product-specific conditions.

Products that have been installed, used, modified, dismantled, tampered with or returned with a required original seal broken may not qualify for an ordinary return where the condition prevents verification or resale. These conditions do not exclude a remedy for a defect, wrong item, spurious product or other circumstance where a remedy is required by law.

6. Return transport and packaging

If Souviks confirms that a return is required, we will provide the return address and instructions. Keep the item, labels, accessories and original packaging together where possible and pack the item securely.

Where the issue is confirmed to have resulted from a wrong, defective or damaged product supplied by Souviks, we will arrange or bear reasonable return transport as required by law. For any other return or exchange that Souviks expressly agrees to accept, the responsibility for return shipping will be explained before you send the product back.

7. Refund approval and processing

For an approved return-based refund, the refund will generally be initiated after the returned product is received and inspected, unless the law or the circumstances require an earlier refund. If a return is not required, Souviks will explain the basis and process for the approved refund.

For prepaid orders, refunds will normally be sent to the original payment method where technically possible and permitted by the payment provider. For cash-on-delivery or other orders without an available original electronic payment channel, Souviks may request verified bank details to complete the refund. We will never ask for your UPI PIN, card PIN, password or OTP to process a refund.

After Souviks initiates a refund, the time taken for the amount to appear in your account depends on the bank, card issuer, UPI app or payment provider. We will share available refund reference details where provided by the payment provider.

8. Cancellations and payment issues

A cancellation request may be made before dispatch and is subject to confirmation by Souviks. Cancellation is not available after dispatch under the standard process; eligible post-dispatch issues must be considered under this Policy and applicable law.

If a payment is debited but the order confirmation is not displayed, or if you believe a payment was duplicated, contact us with the payment reference and approximate transaction time. Do not repeat the payment until you have checked the order or spoken with support. Verified excess or duplicate payments will be handled in accordance with the payment provider's reconciliation and applicable law.

9. Statutory rights and grievance support

Nothing in this Policy limits a refund, replacement, repair, compensation or other remedy that a consumer is entitled to under applicable law. Where a statutory right conflicts with a standard product exclusion or request window, the statutory right prevails.

For a complaint or refund escalation, contact the Grievance Officer: Sujit Kumar Sadhu, Head, Finance and Sales; info@souviks.co.in; +91 94343 31896 / +91 79082 15701. The Grievance Officer will acknowledge a consumer complaint within 48 hours, provide the complainant with a copy of the complaint as recorded by the Grievance Officer, and redress it within one month from the date of receipt.

Postal address: CN-119(2), Souviks Building, Beside NH-2, Andal More, West Bengal – 713321.